Customer Support Specialist I
Posted on: December 28, 2025 | Hybrid Canada
Company Name: Sprypoint.com | Application Deadline: Open Until
Team: Client Success | Reports To: Client Success Manager
Division: Client Success | Employment Type: Full-Time
Location: Vancouver | Manitoba | Ontario | Nova Scotia | Toronto
Schedule: Hybrid | Experience Level: Entry to Mid Level
The Company
2025 Deloitte Technology Fast 50 Canada Recipient 🏆
SpryPoint is revolutionizing how utilities serve their communities. As a high-growth software company, we're shaking up the status quo in the utility industry with the first and only cloud-native platform built specifically for modern utilities. Founded by industry veterans in 2012, we've grown from a profitable startup to a rapidly scaling company of 285+ employees serving 100+ utility clients across North America and the Caribbean.
Our mission is simple: utility leaders should expect more from their technology providers. We deliver comprehensive solutions including SpryCIS, SpryEngage, SpryMobile, and SpryWallet that modernize the entire meter-to-cash process. What sets us apart? Our "updates, not upgrades" approach, user-centric design, and unwavering focus on customer success—achieving 100% customer reference ability.
Backed by strategic investment from Norwest Venture Partners since 2023, we're accelerating our growth while staying true to our core values: lead with kindness, vision with impact, radical honesty, bold disruption, keep it simple, and execute with excellence. Join our award-winning team in transforming an essential industry that powers communities across the Americas.
Position Overview
As a Customer Support Specialist I at SpryPoint, you'll serve as the critical first point of contact for clients seeking assistance with our innovative cloud-native utility platform. This role offers an exceptional opportunity to launch or advance your career in technical support within a rapidly growing SaaS environment that's transforming an essential industry.
In this position, you'll combine technical troubleshooting expertise with outstanding customer service skills to resolve client issues efficiently and effectively. You'll work with cutting-edge cloud technologies while developing deep product knowledge of SpryPoint's comprehensive utility solutions. Your ability to diagnose problems, document solutions, and communicate clearly will directly impact client satisfaction and success.
This isn't just a support role—it's a launching pad for growth. You'll gain exposure to modern development practices, cloud infrastructure, utility industry operations, and cross-functional collaboration that will build a strong foundation for advancement within SpryPoint's expanding organization. If you're curious, tech-savvy, and passionate about solving problems while delivering exceptional client experiences, this position offers the perfect blend of technical challenge and meaningful impact.
Key Responsibilities
Client Support & Issue Resolution
You'll provide comprehensive first-level technical support to SpryPoint's utility clients through multiple channels including email, our client portal, and phone/Zoom communications. Your role requires quickly assessing client issues, asking clarifying questions, and working toward resolution using both your technical knowledge and available documentation. You'll become an expert in troubleshooting common issues while maintaining a professional, empathetic approach that reassures clients and builds confidence in SpryPoint's support capabilities.
Technical Troubleshooting & Bug Identification
When clients encounter technical problems, you'll systematically investigate the root cause, distinguishing between user error, configuration issues, and genuine software bugs. For bugs requiring development team intervention, you'll provide clear documentation of expected versus actual results along with detailed steps to replicate the issue. Your resourcefulness in navigating complex technical scenarios and analyzing system behavior will be essential to effective issue resolution and product improvement.
Documentation & Knowledge Management
Meticulous documentation is crucial to team success. You'll record all client interactions, issues encountered, troubleshooting steps taken, and resolutions achieved within our support ticketing system. This documentation serves multiple purposes: tracking issue trends, building a knowledge base for future reference, maintaining accountability, and enabling seamless handoffs when escalation becomes necessary. Your attention to detail in documentation will contribute to overall team efficiency and service quality.
Collaboration & Escalation
You'll work closely with senior support specialists, product managers, developers, and other cross-functional teams to resolve complex issues and improve support processes. Knowing when and how to escalate issues is a critical skill you'll develop—recognizing when an issue exceeds first-level support scope and providing escalation teams with comprehensive context to facilitate quick resolution. You'll also contribute ideas for process improvements based on recurring issues and client feedback.
Proactive Monitoring & Continuous Learning
Beyond reactive support, you'll monitor system performance indicators and proactively identify potential issues before they impact clients. Staying current with product releases, new features, configuration changes, and best practices is essential. You'll participate in training sessions, review release notes, and continuously expand your technical knowledge to provide increasingly sophisticated support as you grow in the role.
Technical Skills
To succeed in this role, you'll need a solid foundation in several technical areas that underpin modern SaaS applications. Strong understanding of relational databases and SQL is essential, as you'll frequently query databases to investigate client issues and verify data integrity. You should understand how Application Programming Interfaces (APIs) function and their real-world applications in connecting systems and enabling data exchange.
Knowledge of reporting and business intelligence platforms will help you assist clients with data analysis and custom reporting needs. Familiarity with utility billing practices, rate structures, and regulatory requirements is a valuable plus that will accelerate your effectiveness, though it's not required—we'll provide industry training.
Your ability to research and troubleshoot software and technical issues independently is crucial. Experience with help desk, ticketing, or CRM software such as Freshdesk or Jira will give you a head start, as will understanding of modern development and deployment methodologies including experience with cloud platforms like Amazon Web Services, Google Cloud Platform, or Microsoft Azure.
Finally, mastery of office productivity suites such as Microsoft Office and Google Docs is expected, as these tools form the foundation of daily communication and documentation.
Required Qualifications
We're seeking candidates with a Bachelor's degree in Computer Science, Information Technology, or a related field, though equivalent work experience will be considered. Experience in finance, accounting, or related fields represents a valuable plus given the financial nature of utility billing operations.
Strong analytical and problem-solving skills are non-negotiable—you should enjoy investigating complex issues and developing logical solutions. Excellent verbal and written communication skills will enable you to explain technical concepts to non-technical audiences and document issues clearly for technical teams.
Basic knowledge of web technologies such as HTML, APIs, SQL, or cloud-based applications will help you succeed, though we're committed to developing these skills in the right candidate. Your ability to thrive in a fast-paced environment while managing multiple concurrent tasks demonstrates the organizational skills essential to effective support work.
Above all, we're looking for someone with a customer service mindset and proactive approach to issue resolution. You should be genuinely motivated by helping clients succeed and take personal ownership of issues from initial report through final resolution.
Preferred Qualifications
While not required, certain experiences will position you for immediate impact. Previous experience with help desk or ticketing systems such as Zendesk, Jira, or Freshdesk means you'll understand support workflows from day one. Exposure to SaaS applications and cloud-based technologies aligns perfectly with SpryPoint's platform architecture.
Familiarity with ITIL processes and best practices demonstrates understanding of structured approaches to IT service management that we value. Any previous exposure to utility operations, billing systems, or the energy sector will accelerate your learning curve, though our comprehensive training program ensures success regardless of industry background.
Our Hiring Process
We know that looking for a new role can be both exciting and time-consuming, and we truly appreciate your effort. Here's a transparent look at our hiring process for this position, so you know exactly what to expect:
👋 Stage 1: 30-Minute Recruiter Interview
We'll dive into your professional background and experience, share more about SpryPoint and the role, and answer any burning questions you might have. This conversation helps us understand your career goals and ensures mutual fit before investing further time.
🧑💻 Stage 2: Take-Home Assignment
The test has a 3-day deadline and focuses on assessing your skills in key areas related to the role, including technical troubleshooting, communication, and problem-solving approach. We're more interested in your methodology and thought process than perfection. This assignment reflects real-world scenarios you'll encounter in the role.
👥 Stage 3: 1-Hour Final Interview
If the assignment goes well, you'll move on to the final interview where you'll meet members of our Client Success Team. This is a great opportunity to showcase your skills and personality. We value collaboration, so we'll discuss the assignment together. We're interested not just in your final solution, but also in your thought process, how you approached challenges, and what you learned.
🚀 Stage 4: References/Offer
We'll check your references to confirm all the great things we've learned about you. If all goes well, we'll be thrilled to extend an offer and welcome you to the SpryPoint team!
💫 Expect More From Your Career at SpryPoint
🚀 Work Your Way - Remote-first environment with flexible working hours across North America, allowing you to balance productivity with personal life.
💰 Competitive Total Rewards - Comprehensive compensation package that recognizes your contributions and grows with you as you advance your career.
💻 Complete Setup - MacBook provided plus $500 to create your ideal home workspace with the equipment and ergonomic setup that works best for you.
🏥 Total Wellness - Health, dental, vision, and life insurance coverage from day one, because your wellbeing matters from the start.
🏝️ Recharge Time - Generous PTO, Summer Friday half-days, and unlimited sick days so you can rest, recover, and return refreshed.
📈 Future Security - RRSP (Canada) and 401k (US) matching programs to help you build long-term financial security.
🧠 Continuous Growth - $2,500 annual development fund for courses, conferences, and certifications, plus tuition assistance and our Book Bounty program to fuel your professional development.
🧳 Team Connection - Annual company events and team offsites that bring our distributed team together to celebrate wins and build relationships.
Professional Identity Verification
To help us verify candidate authenticity and streamline our screening process, we strongly encourage candidates to include a link to their LinkedIn profile and verify it with their current work email address. While not required, this helps us confirm your professional background and accelerates our review process.
Candidates with verified LinkedIn profiles typically receive faster responses and priority consideration during our screening process. Note that all final candidates will complete a background check and identity verification as part of our SOC 2 compliance procedures.
Equal Opportunity & Inclusion
SpryPoint is an equal-opportunity employer committed to creating an inclusive environment where everyone can thrive. We welcome applications from all qualified candidates regardless of race, religion, color, national origin, ancestry, sex, sexual orientation, gender identity, age, physical or mental disability, medical condition, genetic characteristics, veteran or marital status, pregnancy, or any other classification protected by applicable laws.
We believe diverse perspectives make us stronger, and we're committed to building a team that reflects the communities we serve. At SpryPoint, you'll find a culture that values your unique contributions and supports your professional growth.
Accommodations
Need accommodations during our interview process? Let us know and we'll work with you to provide the necessary support. We're committed to ensuring all candidates have equal opportunity to showcase their abilities.
Ready to transform utility software support? Apply today and join SpryPoint's mission to revolutionize how utilities serve their communities!
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